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" Lord, behold our family here assembled. We thank You for this place in which we dwell, for the love accorded us this day, for the hope with which we expect the morrow; for the health, the work, the food and the bright skies that make our lives delightful; for our friends in all parts of the earth. Give us courage and gaiety and the quiet mind. Spare us to our friends, soften us to our enemies. Bless us, if it may be, in all our innocent endeavors; if it may not, give us strength to endure that which is to come that we may be brave in peril, constant in tribulation, temperate in wrath and in all changes of fortune and down to the gates of death, loyal and loving to one another. We beseech of you this help and mercy for Christ's sake. "
― Robert Louis Stevenson
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" We need this help from the outside because we don't know how to to do this for ourselves. We start with a deep deficit—a chasm really—when it comes to understanding and being tolerant of ourselves, and that's even before we go forth to do battle with the rest of the world. As soon as someone judges, criticizes, dismisses, or ignores, the cycle of pain and reactivity ramps up, compounded by shame, remorse, and rejection. The act of validation, simply saying, 'I can see things from your perspective,' can short-circuit that emotional detour. "
― , The Buddha and the Borderline: My Recovery from Borderline Personality Disorder through Dialectical Behavior Therapy, Buddhism, and Online Dating
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" ASK YOURSELF: How can you utilize active listening to provide sensational customer service? How will this help resolve complaints from unhappy customers?
• Give them your full attention and listen without interruption or defensiveness.
• Thank them for bringing the issue to your attention.
• Take their concerns seriously and share their sense of urgency to resolve the problem quickly.
• Ask questions and focus on what they are really saying.
• Listen to their words, tone of voice, body language, and most importantly, how they feel.
• Beware of making assumptions or rushing to conclusions before you hear their concern fully.
• Explain, guide, educate, assist, and do what’s necessary to help them reach the resolution.
• Treat them with respect and empathy.
When you do an amazing job of resolving an unhappy customer’s problem, you may end up impressing them more than if the problem had never occurred. You may have just earned their loyalty . . . forever! "
― Susan C. Young , The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact(The Art of First Impressions for Positive Impact, #5)
